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Web hook action data format - Developer & Reporting / Deskpro API - Deskpro Support

Web hook action data format

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Deskpro can use a web hook action as part of a trigger, escalation, SLA or macro. The web hook action enables your helpdesk to interact with external services that accept commands using the web's HTTP protocol. This could be a third-party service that offers a suitable API, or your own custom code.

For example, you could use a web hook action to post a notice to your intranet when tickets fail a certain SLA.

You can choose the HTTP method used: for a POST, PUT or DELETE request, the HTTP request body will contain data about the ticket to which the action relates. (A GET request has an empty body).

 

Custom headers/data

You can send custom headers or data, which you define when you create the web hook action. You can use variables (using the same syntax as for snippets or automated actions).

For example, when creating the web hook action you could enter a Custom header of:

X-Deskpro-TicketId: {{ ticket.id }} 

Then the HTTP headers sent due to an action on the ticket with ID 5 would include "X-Deskpro-TicketId: 5".

Note that if you send a variable in a custom header but there is no value defined, instead of sending a blank header, no header will be sent at all.

Any custom data you send will be included in the "custom_data:" parameter of the post body. This parameter is always present; if you have sent a variable without a value or not defined any custom data, it will be empty.

 

Ticket data example

To view the data that a web hook action is sending and help with debugging, we recommend using RequestBin.

This is the list of data for an example ticket:

ticket[date_last_user_reply]:

ticket[date_created_ts]: 1400681937

person_context[default_picture_url_45]:http://helpdesk.example.com/file.php/avatar/45/default.jpg?size-fit=1

ticket[agent][picture_url_22]:http://helpdesk.example.com/file.php/size/22/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[agent][override_display_name]:

ticket[participants][0][person][default_picture_url]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

ticket[participants][0][person][default_picture_url_80]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

ticket[ticket_slas][0][warn_date_ts_ms]: 1400681997000

ticket[person][can_admin]:

ticket[participants][0][person][date_last_login_ts_ms]: 0

ticket[date_first_agent_assign]: 2014-05-21 14:18:57

ticket[person][was_agent]:

ticket[participants][0][person][primary_email][id]: 3

person_context[emails][0][id]: 41

ticket[agent][date_picture_check_ts_ms]: 0

ticket[total_user_waiting_real]: 3609772

person_context[picture_blob][id]: 4399

ticket[department][title]: Support

ticket[person_email][email_domain]: example.com

ticket[person][date_created_ts_ms]: 1400681756000

ticket[product][depth]: 0

ticket[agent][primary_email][id]: 41

person_context[default_picture_url_32]:http://helpdesk.example.com/file.php/avatar/32/default.jpg?size-fit=1

ticket[agent][picture_url_50]:http://helpdesk.example.com/file.php/size/50/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[ticket_slas][0][warn_date]: 2014-05-21 14:19:57

ticket[person][picture_url_80]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&d=mm

ticket[agent][title_prefix]:

person_context[emails][0][email]: adderallfan5gpa@example.com

ticket[agent][can_billing]: 1

ticket[ticket_slas][0][sla][warn_time_unit]: minutes

ticket[person_email][date_created_ts]: 1402504256

ticket[date_first_agent_reply]: 2014-05-21 14:18:57

ticket[agent][agentgroup_ids][2]: 6

person_context[is_agent]: 1

person_context[creation_system]: web.person

ticket[agent][can_admin]: 1

person_context[is_disabled]:

ticket[participants][0][person][date_picture_check]:

ticket[person][picture_url_16]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&s=16&d=mm

ticket[sent_to_address]:

person_context[gravatar_url]:http://www.gravatar.com/avatar/3cc3c46af3cc75d3e85da9d2f6c90f22?&d=mm

ticket[email_account_address]:

ticket[department][title_full]: Support

ticket[ticket_slas][0][sla][title]: VIP support level

person_context[was_agent]:

person_context[usergroups][0][id]: 3

ticket[participants][0][person][last_name]: Nadir

ticket[participants][0][person][display_name]: Abed Nadir

person_context[date_last_login]: 2014-07-02 08:10:12

ticket[person][is_disabled]:

person_context[usergroups][2][title]: Sales

person_context[disable_picture]:

ticket[person_email][date_created_ts_ms]: 1402504256000

ticket[agent][organization_manager]:

ticket[department][title_parts][0]: Support

person_context[organization]:

ticket[person][date_last_login_ts]: 0

ticket[person][date_password_set]:

ticket[person][default_picture_url]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

ticket[ticket_hash]: d91c81f786d1f94767768c58422c2a737bb18c3d

ticket[participants][0][person][id]: 3

person_context[usergroups][1][title]: All Non-Destructive Permissions

ticket[person][default_picture_url_45]:http://helpdesk.example.com/file.php/avatar/45/default.jpg?size-fit=1

ticket[ticket_slas][0][sla][apply_terms][version]: 1

ticket[language][lang_code]: eng

ticket[workflow]:

ticket[priority][id]: 3

ticket[participants][0][person][agentgroup_ids][1]: 4

person_context[date_password_set_ts_ms]: 0

ticket[agent][default_picture_url_50]:http://helpdesk.example.com/file.php/avatar/50/default.jpg?size-fit=1

ticket[person][picture_url_50]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&s=50&d=mm

ticket[agent][timezone]: Europe/London

ticket[person][name]: Example User

ticket[participants][0][person][disable_autoresponses_log]:

ticket[participants][0][person][can_agent]: 1

ticket[agent][is_contact]: 1

ticket[person][emails][0][id]: 43

ticket[person][is_contact]: 1

person_context[can_billing]: 1

ticket[person][default_picture_url_22]:http://helpdesk.example.com/file.php/avatar/22/default.jpg?size-fit=1

person_context[last_name]: Edison

ticket[agent][picture_url]:http://helpdesk.example.com/file.php/size/80/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[date_last_user_reply_ts_ms]: 0

ticket[agent][is_agent_confirmed]: 1

ticket[agent][default_picture_url_80]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

ticket[access_code]: CF9DPM28WW5MTZK8T

ticket[agent_team][id]: 3

person_context[usergroups][2][sys_name]:

ticket[agent_team][name]: 2nd Level Support

ticket[participants][0][person][date_last_login]:

ticket[participants][0][id]: 15

ticket[person_email][is_validated]: 1

ticket[language][has_agent]: 1

ticket[participants][0][person][date_created]: 2014-04-16 10:12:52

person_context[agentgroup_ids][2]: 6

ticket[ticket_slas][0][sla][warn_time]: 1

person_context[usergroups][0][note]: Agent has full permissions

person_context[picture_blob][filename]: People_clip_art_hight.png

ticket[ticket_slas][0][is_completed_set]:

person_context[organization_position]:

ticket[agent][is_agent]: 1

ticket[date_locked_ts_ms]: 0

ticket[date_closed_ts_ms]: 0

ticket[person][organization]:

ticket[agent][display_name_real]: Annie Edison

ticket[person][can_billing]:

ticket[agent][date_last_login]: 2014-07-02 08:10:12

person_context[date_password_set]:

person_context[picture_url]:http://helpdesk.example.com/file.php/size/80/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[department][user_title]:

ticket[participants][0][person][picture_url_45]:http://helpdesk.example.com/file.php/size/45/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

ticket[total_to_resolution_work]:

ticket[participants][0][person][primary_email][email]:boss@a1llc.example.com

ticket[date_agent_waiting_ts_ms]: 0

ticket[product][display_order]: 0

person_context[usergroups][3][sys_name]:

person_context[default_picture_url]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

person_context[picture_blob][thumbnail_url_75]:http://helpdesk.example.com/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png?s=75

ticket[person][title_prefix]:

ticket[participants][0][person][timezone]: Europe/London

person_context[is_user]: 1

ticket[product][title]: Robo-cat Mk 2

ticket[date_last_user_reply_ts]: 0

ticket[ticket_slas][0][sla][warn_actions][version]: 1

ticket[date_first_agent_reply_ts]: 1400681937

ticket[person][is_user]:

ticket[person_email][id]: 43

ticket[person][first_name]: Example

ticket[agent][date_password_set_ts]: 0

ticket[person_email][date_created]: 2014-06-11 16:30:56

person_context[picture_url_22]:http://helpdesk.example.com/file.php/size/22/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[date_user_waiting_ts]: 1400681937

ticket[date_status_ts_ms]: 1400681937000

ticket[agent][agentgroup_ids][1]: 4

ticket[total_to_resolution]:

person_context[is_agent_confirmed]: 1

ticket[agent][display_name]: Annie Edison

ticket[participants][0][person][date_last_login_ts]: 0

ticket[person][is_deleted]:

ticket[person][picture_url_22]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&s=22&d=mm

ticket[participants][0][person][picture_url]:http://helpdesk.example.com/file.php/size/80/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

person_context[agentgroup_ids][1]: 4

ticket[participants][0][person][is_contact]: 1

ticket[person_email][date_validated_ts_ms]: 1402504256000

custom_data:

ticket[agent][default_picture_url_16]:http://helpdesk.example.com/file.php/avatar/16/default.jpg?size-fit=1

ticket[worst_sla_status]: warning

person_context[picture_url_50]:http://helpdesk.example.com/file.php/size/50/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[agent][default_picture_url_64]:http://helpdesk.example.com/file.php/avatar/64/default.jpg?size-fit=1

ticket[ticket_slas][0][id]: 140

ticket[person][default_picture_url_80]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

ticket[agent][picture_url_64]:http://helpdesk.example.com/file.php/size/64/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[agent][date_created_ts_ms]: 1397641882000

person_context[usergroups][4][title]: Tech support

ticket[agent][importance]: 0

ticket[date_status]: 2014-05-21 14:18:57

ticket[person_email][date_validated_ts]: 1402504256

ticket[participants][0][person][is_user]: 1

ticket[date_first_agent_reply_ts_ms]: 1400681937000

ticket[ticket_slas][0][is_completed]:

ticket[agent][agentgroup_ids][4]: 9

ticket[date_first_agent_assign_ts]: 1400681937

ticket[ticket_slas][0][sla][work_end]:

ticket[person_email_validating]:

ticket[date_last_agent_reply]: 2014-05-21 14:18:57

ticket[hidden_status]:

ticket[date_status_ts]: 1400681937

ticket[total_user_waiting]: 0

person_context[picture_blob][blob_hash]:ed8c1e3cf49648756d48116ddf07ccfc

ticket[person][default_picture_url_50]:http://helpdesk.example.com/file.php/avatar/50/default.jpg?size-fit=1

person_context[date_last_login_ts_ms]: 1404288612000

ticket[parent_ticket]:

ticket[agent][id]: 2

ticket[agent][date_last_login_ts]: 1404288612

ticket[person][default_picture_url_32]:http://helpdesk.example.com/file.php/avatar/32/default.jpg?size-fit=1

ticket[date_agent_waiting]:

person_context[usergroups][0][title]: All Permissions

ticket[participants][0][person][organization_position]:

ticket[agent][disable_autoresponses]:

ticket[participants][0][person][can_reports]: 1

person_context[primary_email][id]: 41

ticket[language][flag_image]: us.png

ticket[person][picture_blob]:

ticket[language][has_admin]: 1

ticket[date_first_agent_assign_ts_ms]: 1400681937000

person_context[picture_blob][relative_url]:/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[participants][0][person][agentgroup_ids][0]: 3

ticket[participants][0][person][date_password_set]:

person_context[date_picture_check_ts_ms]: 0

ticket[person][primary_email][email]: genericdad75@example.com

ticket[agent][picture_url_45]:http://helpdesk.example.com/file.php/size/45/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[product][root]:

ticket[agent][date_created]: 2014-04-16 09:51:22

ticket[person][id]: 28

event_method: web

ticket[total_to_first_reply]: 0

ticket[ticket_slas][0][sla][fail_time_unit]: years

ticket[language][id]: 1

person_context[title_prefix]:

ticket[status]: awaiting_agent

ticket[date_feedback_rating]:

person_context[usergroups][4][is_agent_group]: 1

ticket[ticket_slas][0][fail_date_ts]: 20322281937

ticket[person][date_password_set_ts]: 0

person_context[date_password_set_ts]: 0

ticket[participants][0][default_on]: 1

ticket[person][disable_autoresponses]:

ticket[agent][date_last_login_ts_ms]: 1404288612000

person_context[usergroups][0][sys_name]:

ticket[date_locked]:

ticket[subject]: Hierarchy problem

ticket[agent][was_agent]:

ticket[participants][0][person][is_agent_confirmed]: 1

ticket[date_closed_ts]: 0

ticket[agent][organization_position]:

ticket[participants][0][person][title_prefix]:

ticket[agent][is_vacation_mode]:

ticket[person][picture_url_64]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&s=64&d=mm

ticket[department][is_chat_enabled]:

ticket[agent][creation_system]: web.person

person_context[picture_blob][is_image]: 1

ticket[participants][0][person][importance]: 0

ticket[priority][title]: Critical

ticket[department][parent_id]:

ticket[agent][is_user]: 1

person_context[usergroups][0][is_agent_group]: 1

person_context[usergroups][3][is_agent_group]: 1

ticket[participants][0][person][name]: Abed Nadir

ticket[language][sys_name]: default

person_context[display_name]: Annie Edison

ticket[person][emails][0][email]: genericdad75@example.com

ticket[agent][date_password_set]:

ticket[participants][0][person][picture_url_80]:http://helpdesk.example.com/file.php/size/80/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

ticket[participants][0][person][is_confirmed]: 1

ticket[person][override_display_name]:

ticket[person][is_agent]:

ticket[agent][first_name]: Annie

person_context[can_reports]: 1

ticket[date_created_ts_ms]: 1400681937000

ticket[ticket_slas][0][sla][active_time]: all

ticket[participants][0][person][is_deleted]:

ticket[participants][0][person][default_picture_url_16]:http://helpdesk.example.com/file.php/avatar/16/default.jpg?size-fit=1

person_context[disable_autoresponses]:

ticket[date_created]: 2014-05-21 14:18:57

ticket[person][date_picture_check_ts]: 0

person_context[agentgroup_ids][0]: 3

ticket[participants][0][person][is_vacation_mode]:

ticket[participants][0][person][date_created_ts]: 1397643172

ticket[department][has_children]:

person_context[picture_url_45]:http://helpdesk.example.com/file.php/size/45/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

person_context[usergroups][4][note]:

ticket[person][disable_autoresponses_log]:

ticket[person][is_vacation_mode]:

ticket[agent][can_reports]: 1

ticket[properties]:

ticket[participants][0][person][organization_manager]:

ticket[ticket_slas][0][fail_date]: 2613-12-27 14:18:57

person_context[usergroups][3][note]:

ticket[person][primary_email][id]: 43

person_context[usergroups][3][title]: Interns

ticket[count_user_replies]: 0

person_context[is_confirmed]: 1

ticket[person][picture_url]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&d=mm

ticket[product][id]: 2

person_context[primary_email][email]:adderallfan5gpa@example.com

ticket[ticket_slas][0][completed_time_taken]:

ticket[ticket_slas][0][sla][warn_actions][actions][0][options][priority_id]: 3

ticket[participants][0][person][creation_system]: web.person

ticket[person][organization_manager]:

ticket[agent][picture_url_16]:http://helpdesk.example.com/file.php/size/16/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

person_context[organization_manager]:

ticket[creation_system]: web.agent.portal

ticket[person][date_picture_check]:

person_context[date_created_ts]: 1397641882

ticket[ticket_slas][0][warn_date_ts]: 1400681997

ticket[organization]:

ticket[participants][0][person][was_agent]:

ticket[participants][0][person][default_picture_url_50]:http://helpdesk.example.com/file.php/avatar/50/default.jpg?size-fit=1

ticket[ticket_slas][0][sla][id]: 1

ticket[participants][0][person][agentgroup_ids][3]: 8

ticket[participants][0][person][gravatar_url]:http://www.gravatar.com/avatar/358dc5532c646ba004fdcaf04fe05498?&d=mm

person_context[usergroups][1][is_agent_group]: 1

ticket[person][display_name]: Example User

ticket[agent][primary_email][email]: adderallfan5gpa@example.com

ticket[person][date_picture_check_ts_ms]: 0

ticket[participants][0][person][disable_autoresponses]:

event_performer: agent

person_context[usergroups][1][is_enabled]: 1

ticket[current_user_waiting]: 3609772

ticket[agent][agentgroup_ids][0]: 3

person_context[date_picture_check_ts]: 0

event_type: update

ticket[participants][0][person][picture_url_22]:http://helpdesk.example.com/file.php/size/22/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

ticket[current_user_waiting_work]: 3609772

ticket[agent][can_agent]: 1

ticket[agent][emails][0][id]: 41

person_context[summary]:

ticket[person][date_created_ts]: 1400681756

ticket[ticket_slas][0][sla][fail_actions][version]: 1

ticket[agent][gravatar_url]:http://www.gravatar.com/avatar/3cc3c46af3cc75d3e85da9d2f6c90f22?&d=mm

ticket[participants][0][person][emails][0][id]: 3

ticket[person][date_last_login]:

person_context[usergroups][1][id]: 4

ticket[agent][disable_autoresponses_log]:

person_context[picture_blob][thumbnail_url_50]:http://helpdesk.example.com/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png?s=50

ticket[participants][0][person][first_name]: Abed

person_context[picture_blob][download_url]:http://helpdesk.example.com/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

person_context[usergroups][2][note]:

ticket[access_code_email_body_token]: (#CF9DPM28WW5MTZK8T)

ticket[person][creation_system]: web.person

ticket[person][is_confirmed]: 1

ticket[labels][0]: regular

person_context[can_admin]: 1

ticket[person][date_created]: 2014-05-21 14:15:56

person_context[picture_blob][thumbnail_url_80]:http://helpdesk.example.com/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png?s=80

ticket[language][has_user]: 1

ticket[person][gravatar_url]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&d=mm

ticket[urgency]: 1

ticket[participants][0][person][emails][0][email]:boss@a1llc.example.com

ticket[person_email][email]: genericdad75@example.com

person_context[is_deleted]:

person_context[disable_autoresponses_log]:

ticket[date_feedback_rating_ts_ms]: 0

ticket[agent][date_created_ts]: 1397641882

person_context[picture_blob][thumbnail_url_20]:http://helpdesk.example.com/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png?s=20

ticket[agent][name]: Annie Edison

ticket[person][default_picture_url_16]:http://helpdesk.example.com/file.php/avatar/16/default.jpg?size-fit=1

ticket[date_feedback_rating_ts]: 0

person_context[picture_blob][authcode]: 5ZYDTWNPNTJ439939E875

person_context[picture_url_64]:http://helpdesk.example.com/file.php/size/64/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[date_resolved]:

ticket[participants][0][person][agentgroup_ids][4]: 9

person_context[importance]: 0

ticket[person][timezone]: UTC

ticket[participants][0][person][disable_picture]:

ticket[agent][default_picture_url]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

ticket[language][title]: English

ticket[person][importance]: 0

ticket[access_code_email_header_token]: PTAC-CF9DPM28WW5MTZK8T

person_context[default_picture_url_50]:http://helpdesk.example.com/file.php/avatar/50/default.jpg?size-fit=1

ticket[participants][0][person][default_picture_url_32]:http://helpdesk.example.com/file.php/avatar/32/default.jpg?size-fit=1

ticket[person][picture_url_45]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&s=45&d=mm

ticket[person][picture_url_32]:http://www.gravatar.com/avatar/fb85e12947c55f7f7bce3d869ef74ed0?&s=32&d=mm

ticket[category]:

ticket[date_user_waiting]: 2014-05-21 14:18:57

ticket[participants][0][person][override_display_name]:

person_context[date_created]: 2014-04-16 09:51:22

ticket[agent][emails][0][email]: adderallfan5gpa@example.com

ticket[agent][default_picture_url_45]:http://helpdesk.example.com/file.php/avatar/45/default.jpg?size-fit=1

ticket[participants][0][person][can_billing]: 1

ticket[participants][0][person][is_disabled]:

ticket[agent][default_picture_url_22]:http://helpdesk.example.com/file.php/avatar/22/default.jpg?size-fit=1

person_context[default_picture_url_80]:http://helpdesk.example.com/file.php/avatar/80/default.jpg?size-fit=1

ticket[participants][0][person][date_picture_check_ts]: 0

person_context[usergroups][3][id]: 8

ticket[person][can_reports]:

ticket[id]: 57

person_context[usergroups][4][id]: 9

person_context[is_contact]: 1

ticket[language][is_rtl]:

ticket[person_email][date_validated]: 2014-06-11 16:30:56

ticket[department][user_title_parts][0]: Support

person_context[agentgroup_ids][4]: 9

ticket[person][date_last_login_ts_ms]: 0

ticket[ticket_slas][0][sla_status]: warning

ticket[ticket_slas][0][sla][warn_actions][actions][0][type]: SetPriority

ticket[agent][date_picture_check_ts]: 0

ticket[original_subject]: NOD problem

ticket[person][default_picture_url_64]:http://helpdesk.example.com/file.php/avatar/64/default.jpg?size-fit=1

ticket[total_user_waiting_work]: 3609772

ticket[priority][priority]: 10

ticket[person][can_agent]:

ticket[date_locked_ts]: 0

ticket[participants][0][person][summary]:

ticket[person][summary]:

person_context[first_name]: Annie

person_context[picture_blob][thumbnail_url_16]:http://helpdesk.example.com/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png?s=16

ticket[validating]:

ticket[creation_system_option]:

ticket[total_to_first_reply_work]: 0

ticket[person_email][is_own_validated]:

ticket[participants][0][person][date_created_ts_ms]: 1397643172000

ticket[participants][0][person][picture_url_16]:http://helpdesk.example.com/file.php/size/16/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

ticket[participants][0][person][agentgroup_ids][2]: 6

ticket[date_agent_waiting_ts]: 0

ticket[participants][0][person][default_picture_url_64]:http://helpdesk.example.com/file.php/avatar/64/default.jpg?size-fit=1

person_context[name]: Annie Edison

ticket[date_closed]:

person_context[usergroups][1][sys_name]:

person_context[default_picture_url_22]:http://helpdesk.example.com/file.php/avatar/22/default.jpg?size-fit=1

ticket[ticket_slas][0][sla][apply_type]: manual

person_context[picture_url_16]:http://helpdesk.example.com/file.php/size/16/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[participants][0][person][date_password_set_ts]: 0

ticket[agent][picture_url_32]:http://helpdesk.example.com/file.php/size/32/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[agent][is_disabled]:

ticket[agent][date_password_set_ts_ms]: 0

ticket[ticket_slas][0][sla][fail_time]: 1

person_context[usergroups][4][sys_name]:

ticket[ticket_slas][0][sla][work_start]:

person_context[picture_blob][filesize]: 75123

ticket[person][last_name]: User

ticket[participants][0][person][picture_url_32]:http://helpdesk.example.com/file.php/size/32/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

person_context[usergroups][2][is_enabled]: 1

ticket[date_resolved_ts]: 0

ticket[agent][summary]:

person_context[override_display_name]:

ticket[participants][0][person][is_agent]: 1

ticket[agent][disable_picture]:

ticket[participants][0][person][picture_url_64]:http://helpdesk.example.com/file.php/size/64/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

ticket[ref]: CAAUTCWQQO-2014140638

person_context[usergroups][2][is_agent_group]: 1

person_context[picture_url_80]:http://helpdesk.example.com/file.php/size/80/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

person_context[date_created_ts_ms]: 1397641882000

ticket[person_email][comment]:

person_context[is_vacation_mode]:

ticket[agent][date_picture_check]:

ticket[date_last_agent_reply_ts_ms]: 1400681937000

ticket[has_attachments]:

ticket[auth]: 9DPM28WW5MTZK8T

ticket[department][id]: 1

ticket[date_user_waiting_ts_ms]: 1400681937000

ticket[date_resolved_ts_ms]: 0

person_context[usergroups][1][note]: Agent has all permissions except those that would allow them to make destructive changes such as deleting records.

person_context[picture_blob][content_type]: image/png

person_context[picture_blob][filesize_display]: 73.36 KB

person_context[date_last_login_ts]: 1404288612

ticket[department][is_tickets_enabled]: 1

ticket[participants][0][person][can_admin]: 1

ticket[language][locale]: en_US

ticket[agent][default_picture_url_32]:http://helpdesk.example.com/file.php/avatar/32/default.jpg?size-fit=1

ticket[agent][picture_url_80]:http://helpdesk.example.com/file.php/size/80/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

ticket[agent][is_confirmed]: 1

ticket[agent][last_name]: Edison

ticket[ticket_slas][0][sla][sla_type]: resolution

ticket[participants][0][person][date_picture_check_ts_ms]: 0

ticket[participants][0][person][default_picture_url_22]:http://helpdesk.example.com/file.php/avatar/22/default.jpg?size-fit=1

ticket[feedback_rating]:

person_context[picture_blob][file_ext]: png

person_context[default_picture_url_16]:http://helpdesk.example.com/file.php/avatar/16/default.jpg?size-fit=1

ticket[ticket_slas][0][sla][work_timezone]:

person_context[default_picture_url_64]:http://helpdesk.example.com/file.php/avatar/64/default.jpg?size-fit=1

ticket[participants][0][person][date_password_set_ts_ms]: 0

ticket[agent][is_deleted]:

person_context[date_picture_check]:

ticket[person][date_password_set_ts_ms]: 0

ticket[person][disable_picture]:

ticket[department][display_order]: 0

ticket[date_last_agent_reply_ts]: 1400681937

ticket[agent][agentgroup_ids][3]: 8

ticket[count_agent_replies]: 1

person_context[picture_url_32]:http://helpdesk.example.com/file.php/size/32/size-fit/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png

person_context[usergroups][4][is_enabled]: 1

person_context[agentgroup_ids][3]: 8

person_context[picture_blob][name_hash]: 39E875

ticket[is_hold]:

person_context[usergroups][3][is_enabled]: 1

ticket[ticket_slas][0][fail_date_ts_ms]: 20322281937000

person_context[id]: 2

person_context[can_agent]: 1

person_context[picture_blob][thumbnail_url_30]:http://helpdesk.example.com/file.php/5ZYDTWNPNTJ439939E875/People_clip_art_hight.png?s=30

ticket[participants][0][person][default_picture_url_45]:http://helpdesk.example.com/file.php/avatar/45/default.jpg?size-fit=1

person_context[usergroups][2][id]: 6

ticket[language][base_filepath]:

person_context[usergroups][0][is_enabled]: 1

person_context[timezone]: Europe/London

ticket[participants][0][person][picture_url_50]:http://helpdesk.example.com/file.php/size/50/size-fit/1JXTWMRHSYW335C62FEC/1194984674960960434signore_architetto_franc_01.svg.med.png

ticket[person][organization_position]:

 

ticket[person][is_agent_confirmed]: 1

 

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